This research looked at National Careers Service users’ satisfaction and progression after their telephone call, meeting with an adviser or visit to the website.
The survey took place between May 2015 and April 2016.
This report presents the findings from three strands of research. The first two, the National Careers Service customer satisfaction and progression surveys, are based on regular monthly surveys undertaken by telephone or online, among customers aged 18-plus (using the face-to-face or telephone service) or aged 16-plus (using the website). It is the fifth year of research on telephone and face-to-face customers (fieldwork years are referred to in this report at Year 5, Year 4, etc.), and the fourth year that research evidence has been collected of customers’ experience of using the National Careers Service website. This fieldwork was undertaken from May 2015 to April 2016 by monthly telephone interviews, a continuous online survey, and a quarterly email survey.
The overall quality of the service continued to be rated highly by telephone and face-to-face customers, with over nine in ten (93%) agreeing that it was good.
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